Hello arubio290392,
I'm Michal, and I have taken over your complaint. I have reviewed this case and although I understand your point that sometimes it can take a while to obtain all the necessary documents, however, 30 days for providing the documents to the casino for KYC is an industry standard rule. It is the player's responsibility to check for any emails from the casino and to cooperate within the expected timeframe. I will contact the casino to see if I can help.
We would like to invite Rabona Casino to join the conversation.
Dear Rabona Casino,
I understand your adherence to your established protocols and recognize the importance of players submitting the required documentation for the KYC process within the designated timeframe. However, it is possible that the player may have inadvertently overlooked your emails, particularly if they were directed to the Spam or Junk folder. I respectfully ask that you consider allowing the player to restart their KYC process. The player appears to have all the necessary documents readily available, which should facilitate a smooth and efficient resolution. Your understanding and accommodation in this matter would be greatly appreciated.
Hello arubio290392,
I'm Michal, and I have taken over your complaint. I have reviewed this case and although I understand your point that sometimes it can take a while to obtain all the necessary documents, however, 30 days for providing the documents to the casino for KYC is an industry standard rule. It is the player's responsibility to check for any emails from the casino and to cooperate within the expected timeframe. I will contact the casino to see if I can help.
We would like to invite Rabona Casino to join the conversation.
Dear Rabona Casino,
I understand your adherence to your established protocols and recognize the importance of players submitting the required documentation for the KYC process within the designated timeframe. However, it is possible that the player may have inadvertently overlooked your emails, particularly if they were directed to the Spam or Junk folder. I respectfully ask that you consider allowing the player to restart their KYC process. The player appears to have all the necessary documents readily available, which should facilitate a smooth and efficient resolution. Your understanding and accommodation in this matter would be greatly appreciated.